clientheartbeat.com/customer-expectations/ Customer expectation a. The hard facts about customer expectations 1. Manage promises 2. Customers want relationships 3. The service process is the key to exceeding expectations b. Understanding customer expectation The benefits of understanding customer expectations Understanding your customers’ needs C.examples of companies exceeding customer expectations Amazon exceeds expectations with delivery Google and youtube Excellent customer service and high
Premium Customer service Customer Good
Motivating Employees in an Organization S Santosh Contents Chapter 1 2 Chapter 2 5 Chapter 3 10 Chapter 4 15 Chapter 1 Motivation: Concepts and Theories Defining motivation The word "motivation" comes from the Latin word movere - "to move." And managers often view motivation in exactly those terms ("I need to get my people moving!"). Motivation is the psychological feature that arouses an organism to action toward a desired goal; the reason for the action. General motivation
Premium Motivation
Industrial Relations & Labour Policies (Concept‚ Origin‚ Theories & Strategies) Submitted To :- Submitted By :- Dr. Laxmi Amandeep Kaur Anshul Chhabra Arjita Malik Shivendu Sharma Industrial Relations & Labour Policies Industrial relations is a discipline that concerns itself with the study of the relationship between employers and employees at an organization‚ industry or a nation level. It also concerns itself with the two way interaction
Premium Trade union Sociology Employment
quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model Ling Zhao a‚ Yaobin Lu a‚⁎‚ Long Zhang a‚⁎‚ Patrick Y.K. Chau b a b School of Management‚ Huazhong University of Sci. and Tec. Wuhan 430074‚ China School of Business‚ The University of Hong Kong‚ Hong Kong‚ China a r t i c l e i n f o a b s t r a c t Understanding the antecedents and consequences of customer satisfaction in the mobile
Premium Dimension Service Service system
1. Relevant literature The literature pertaining to relationships among customer satisfaction‚ customer loyalty‚ and profitability can be divided into two groups. The first‚ service management literature‚ proposes that customer satisfaction influences customer loyalty‚ which in turn affects profitability. Proponents of this theory include researchers such as Anderson and Fornell (1994); Gummesson (1993); Heskett et al.(1990); Heskett et al. (1994); Reicheld and Sasser (1990); Rust‚ et al. (1995);
Premium Behavior Marketing Interpersonal relationship
ABTRACT Our aim was to study and analyse the Industrial Relations at Shrinivas (Gujarat) laboratories Pvt. Ltd. Our focal point was its West Bengal manufacturing plant and for this plant we have tried to explore how the management and the employees have been interacting in the organization. We have tried to find answers to a few questions in relation to Industrial Relations and related it with the theoretical understanding that we possess thereby applying our classroom learning while studying
Premium Trade union Employment
ORGANISATIONAL BEHAVIOUR TERM PAPER Challenges Facing Organizational Managers & Employees Today in Relation to the Modern Theory of Organizational Behaviour. By 1. Edwin Nduati HD333-0249/2010 2. Daniel Gikandi HD333-0251/2010 3. Richard Sigey HD333-0250/2010 Presented to Dr. Margaret Ndungu Table of Contents ORGANISATIONAL BEHAVIOUR - TERM PAPER 1 Challenges Facing Organizational Managers & Employees Today in Relation to the Modern Theory of Organizational Behaviour. 1 Organizations are facing
Premium Organizational studies Organization
Supervisor Katarina Broman This thesis researched satisfaction and efficiency among hotel workers‚ through a case study of Giant Star Hotel Lagos in Nigeria. The thesis was commissioned by the Giant Star Hotel. The study sought to find out whether the employees of the hotel business were really satisfied with their jobs or not. In doing this‚ it was determined the extent of the level of their job satisfaction and how they could have been satisfied‚ if they had been in another field. The objectives of
Premium Motivation
CHAPTER 10 - MOTIVATING AND REWARDING EMPLOYEES LEARNING OUTCOMES After reading this chapter‚ students should be able to: 1. Define and explain motivation. 2. Compare and contrast early theories of motivation. 3. Compare and contrast contemporary theories of motivation. 4. Discuss current issues in motivating employees. 5. Opening Vignette – Best Practices at Best Buy SUMMARY Do traditional workplaces reward long hours instead of efficient hours? Wouldn’t it make more sense to have
Premium Motivation Maslow's hierarchy of needs
Understanding Employment Responsibilities and Rights in Health ‚ Social Care or Children’s and Young People’s Settings. 1 . Aspects of employment covered by law Contract of employment Health and safety Discrimination Redundancy and Dismissal Disciplinary procedures Training . 2. Contract of employment Working hours.
Premium Social work Employment International Federation of Social Workers